INNOVATION IN STUDENT SERVICES: UTILIZING A BALANCED SCORECARD APPROACH TO ENHANCE STUDENT ENGAGEMEN

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INNOVATION IN STUDENT SERVICES UTILIZING A
BALANCED SCORECARD APPROACH TO ENHANCE STUDENT
ENGAGEMENT AND SERVICE DELIVERY
TAYLOR ELLIS HELEN HILL TARA MCNEALY UNIVERSITY
OF CENTRAL FLORIDA
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PLEASE HOLD QUESTIONS
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OVERVIEW

• BACKGROUND REASONS FOR USE OF BALANCED
  SCORECARD APPROACH
• IMPLEMENTATION PROCESS
• RESULTS AND INPROVEMENTS

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INITIAL ISSUES

• OVERALL STUDENT SATISFACTION
• POSITIVE WORD OF MOUTH
• RAPID IDENTIFICATION OF PROBLEMS AND CHANGE
• REGIONAL ACCREDITATION
• STATE OF FLORIDA REQUIREMENTS
• FEWER STUDENTS IN YOUR OFFICE
• INCREASED DONATION AFTER GRADUATION

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POSSIBLE SOLUTION

• KAPLAN NORTON PROMOTE BALANCED SCORECARD FOR
  BUSINESSES (1996)
• MORE THAN ONE MEASURE IS IMPORTANT FOR AN
  ORGANIZATION
• GRADUATE INTERN USED TO MODIFY CONCEPT FOR
  STUDENT SERVICES

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SELLING PROCESS TO STAFF

• USE OF GRAD INTERN TO PROMOTE CONCEPT
• REMOVE JOB FEARS EARLY
• STRESS BENEFITS NOT PUNITIVE ASPECTS
• PROMOTE METHOD OF EVALUATION AND REVISION OF
  BENCHMARKS
• INVOLVE EVERYONE IN THE PROCESS
• USE ADMINISTRATOR AS EXAMPLE

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WHERE DO WE BEGIN
CUSTOMERS
MISSION
SERVICES
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CUSTOMER CORE

• STUDENT POPULATION PROPORTION OF STUDENTS
  SERVICED
• CUSTOMER RECRUITMENT PROPORTION OF STUDENTS
  ATTRACTED TO UCF/COBA
• CUSTOMER RETENTION RATE THAT STUDENTS ARE
  RETAINED
• CUSTOMER SATISFACTION ASSESSES SATISFACTION
  LEVEL OF STUDENTS
• CUSTOMER PROFITABILITY NUMBER OF STUDENTS WHO
  GRADUATE

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CUSTOMER CORE
STUDENT POPULATION (MARKET SHARE)
STUDENT RETENTION
STUDENT GRADUATION
STUDENT RECRUITMENT
STUDENT SATISFACTION
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NEED FOR INNOVATION IN STUDENT SERVICES
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CHANGING STUDENT POPULATION

• CONSUMER MENTALITY
• DIVERSE LEARNERS
• COMPUTER SKILLS

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EXPANSION OF RESPONSIBILITIES

• ADVISING
• ADMISSIONS
• ORIENTATION
• RETENTION

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EXAMINE MISSION

• ISSUES TO LOOK FOR
• EFFECTIVE INNOVATION
• CLARITY
• TEAM APPROACH

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PRIDE
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PRIDE

• PROVIDE PROFESSIONAL ACADEMIC ADVISING
• RESPOND IN A PROFESSIONAL MANNER TO ALL INQUIRIES
• IMPROVE RETENTION AND GRADUATION RATES
• DEVELOP AND MAINTAIN A PROFESSIONAL AND FRIENDLY
  ATMOSPHERE
• EXCEL IN SOLVING PROBLEMS AND EMPOWERING STUDENTS

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FOUR PERSPECTIVES
INTERNAL PERSPECTIVE EMPLOYEE SATISFACTION
STAKEHOLDER PERSPECTIVE STUDENTS, PARENTS STATE
ACADEMIC MANAGEMENT PERSPECTIVE EFFICIENCY IN
OPERATIONS AND FUNDING
LEARNING AND GROWTH PERSPECTIVE QUALITY, SERVICE,
DEVELOPMENT
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STAKEHOLDER PERSPECTIVE
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STAKEHOLDER PERSPECTIVE

• FRIENDLY AND ACCURATE ADVICE FOR STUDENTS AND
  PARENTS
• ORIENTATION AND RELEVANT INFORMATION
• CLASSIFICATION OF STUDENTS AND PROGRESSION TO
  GRADUATION

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STAKEHOLDER PERSPECTIVEIMPLEMENTATION

• SATISFACTION SURVEYS
• ENHANCEMENTS IN ADVISING SERVICES AND
  PRESENTATIONS
• ADVISING AND STUDENT SERVICES INFORMATION SYSTEM
  (ASSIST)

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GROWTH IN DEMAND FOR SERVICES
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STUDENT ADVISING SESSIONS
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STAKEHOLDER PERSPECTIVE RESULTS

• 92 OF STUDENTS AND 95 OF PARENTS STRONGLY
  AGREED ORIENTATION YIELDED RELEVANT AND HELPFUL
  INFORMATION
• 91 OF STUDENTS INDICATED SATISFACTION WITH
  ACADEMIC ADVISING
• DRAMATIC INCREASE IN DEMAND FOR ADVISING

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INTERNAL BUSINESS PERSPECTIVE
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INTERNAL BUSINESS PERSPECTIVE

• EFFICIENT USE OF PEER ADVISORS
• FACILITATE AND STREAMLINE REGISTRATION
• REWARD SYSTEM

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INTERNAL BUSINESS PERSPECTIVE IMPLEMENTATION

• REDESIGNED PEER ADVISOR PROGRAM
• REDEFINED BUSINESS PROCESS
• PEER ADVISOR OF THE MONTH AND EMPLOYEE AWARD
  NOMINATIONS

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INTERNAL BUSINESS PERSPECTIVE RESULTS

• PEER ADVISING PROGRAM SELECTED AS AN EXEMPLARY
  PRACTICE BY NACADA
• INCREASED PEER ADVISOR EFFICIENCY

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PEER ADVISING PROGRAM
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INTERNAL BUSINESS PERSPECTIVE RESULTS

• SHORTER REGISTRATION STUDENT WAIT TIMES
• IDENTIFICATION OF PEOPLESOFT PROGRAMMING ERRORS
• TWO UCF BUSINESS STAFF ASSOCIATE AWARD WINNERS
• FIVE PEER ADVISORS OF THE MONTH

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LEARNING AND GROWTH PERSPECTIVE
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LEARNING AND GROWTH PERSPECTIVE

• IMPROVE QUALITY THROUGH INNOVATION
• OPPORTUNITIES FOR EMPLOYEE DEVELOPMENT

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LEARNING AND GROWTH PERSPECTIVE

• IMPLEMENTATION
• PROMOTION OF TRAINING AND BALANCED SCORECARD
  THROUGH STAFF MEETINGS
• RESULTS
• STRONGER COLLABORATIVE ENVIRONMENT
• BENCHMARKS EXCEEDED
• 70 PROFESSIONAL DEVELOPMENT OPPORTUNITIES

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ACADEMIC MANAGEMENT PERSPECTIVE

• CONTINUOUS IMPROVEMENT OF SUPERVISORY LEADERSHIP
• EFFECTIVE USE OF BUDGET

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ACADEMIC MANAGEMENT PERSPECTIVE IMPLEMENTATION

• ANONYMOUS EMPLOYEE SATISFACTION SURVEYS
• STUDENT SATISFACTION SURVEYS

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ACADEMIC MANAGEMENT PERSPECTIVE RESULTS

• ANONYMOUS EMPLOYEE SATISFACTION SURVEYS EXCEEDED
  GOALS
• 91 OF STUDENTS INDICATED SATISFACTION WITH
  ACADEMIC ADVISING

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4 CS OF STUDENT SERVICES TRANSFORMATION

• CLARIFICATION AND TRANSLATION OF VISION
• CREATION OF TEAM MISSION AND GOALS
• COMMUNICATION OF TEAM OBJECTIVES AND MEASUREMENTS
  TO REACH GOALS
• CONTINUOUS IMPROVEMENT AND ENHANCEMENT IN
  FEEDBACK, LEARNING AND ASSESSMENT

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QUESTIONS?
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STAY PREPARED KEEP THE BALANCE